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Triggers for Article Status Updates



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Charity Carson

Zendesk Luminary

Posted Aug 09, 2021

I would love to be able to notify reviewers, publishers, and authors when articles are submitted for review, awaiting approval, and published. We have a lot of article authors and they can't follow the article until it's published but aren't able to publish it themselves. I'd like to notify their supervisors when the article is ready for review. And I'd like to notify myself when the articles are approved. 


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Official

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Orsolya Forster

Zendesk Product Manager

Thanks for your feedback.

We fully understand that such triggers would streamline workflows and ease significantly on content management. I'm happy to share that we're working on enabling such notifications and triggers. I will update the post once we have a more precise timing to share.

Many thanks for your contribution!

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This would be super helpful! Lack of notifications and triggers on the Agent side of Guide can greatly increase the amount of lead time for changes to be published, especially if it's not something you check daily.

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This would be a super helpful feature for my team, are there any updates on a timeline for this feature?

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I know there is a webhook now for published articles, but when will we get one for an article awaiting review?

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+1 

This is something that would be extremely useful for our end users as well.

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Is there any update to this functionality? This could enhance our workflows and expedite the publishing of information/articles. There's a potential risk that an article might go unnoticed and remain unpublished for an extended period unless the publisher actively remembers to search the queue for updates. This intuitively feels counterproductive and basic functionality that should exist for a knowledge management system - in order to get the latest information published as promptly as possible. 

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Katarzyna Karpinska

Zendesk Product Manager

Hi All, 

This year we’ve released the ability to create webhooks on article events which allow for further extensibility and integrations. These events don’t yet capture Team Publishing events for status changes. Reading through these comments, it’s clear you all need a better notification system for article updates and status changes. In the future we plan to work on better collaboration which will include better notifications and a complete set of events in webhooks.
 

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その機能があると便利だと思います

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返信待ちとのことですが…

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Any update on this one team?  We are working to establish our knowledge base so we can start using your AI add on and Chat.  Without this, we can't easily manage our KB health.

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